TOTAL QUALITY MANAGEMENT

By Prof. Raghavendran.V
MBA Department on deputation to
Mechanical Department

TQM
WHAT IS

???

Any Answers

TQM by Prof. Raghavendran.V

Quality in simple definition can be defined as a

measure of excellence or a state of being free
from defects & deficiencies.
For example:
Bike needs periodic check up!!
Senior citizen needs regular health check up!!
A newly upgraded computer is known for user
friendly!!
Subject Content for educator.
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TQM by Prof. Raghavendran.V

Do we understood about the word Quality??

But,

What is TQM???
OOPS!!!! Ive no answer
for this!!!!

TQM by Prof. Raghavendran.V

TQM stand as.

Total: Made up of the whole.
Quality: Degree of excellence of a product or
service provides
Management: Act/ Art, Manner of handling,
controlling & directing it
You are aware about it now
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TQM by Prof. Raghavendran.V

Now we can define that Total Quality

Management is an enhancement to the
traditional way of doing things.

TQM is defined as both philosophy and set of

guiding principles that represent the
foundation of a continuously improving
organization. It is application of
quantitative methods & human resources
to improve all the processes within an
organization and customers.
Thus
TQM
integrates fundamental
TQM by Prof.
Raghavendran.V
management techniques, existing

Basic Approach (6)

1) A committed and involved management

2)
3)
4)
5)
6)
7

to provide long term top-to-bottom

organizational support.
An unwavering focus on the customer,
both internally & externally.
Effective involvement & utilization of the
entire work force.
Continuous improvement of the business
and production process.
Treating suppliers & Vendors as partners.
Establishing the performance measures.

TQM by Prof. Raghavendran.V

Quality old & new cultures

Element

Previous to 2
decades

From 2 Decades

Definition

Product oriented

Customer oriented

Priorities

Second to service &

cost

First

Decisions made

Short term

Long term

Emphasis

Detection

Prevention

Errors

Operations

System

Responsibility

Quality control

Every one

Problem solving

Managers only

Teams

Procurement

Price

Life cycle cost,

partnership

Managers role

Plan, assign, control

& enforce

Delegate,
mentoring, coaching
& facilitate.

TQM by Prof. Raghavendran.V

Gurus
of TQM
NAME: Walter
A Shewhart,

Nick Name: Grand Father of

TQM
Qualification: PhD Holder
Worked @: western electric &
Bell telephone Labs
Contributions to TQM: Developed
control charts theories with
control limits, assignable &
chances of variation, and
rational subgroups and lastly
PDSA cycle for learning and
TQM by Prof. Raghavendran.V
improvement.

10

NAME: W. Edwards Deming,

Gurus of TQM
Nick Name: Deming
Qualifications: PhD holder,
Worked @: Scholar and
Philosopher
Contributions to TQM: 14 points
provides theory for
management to improve
quality, productivity and
competitive positions.
He has authored many books
including out of the crisis and
TQM
by Prof. Raghavendran.V
Quality,
Productivity, and

Gurus of TQM
NAME: Joseph M Juran,
Nick Name: Juran
Qualifications: PhD holder,
Worked @: Western Electric
Contributions to TQM: Efforts on
Quality involvement in all levels
& sectors of Management, The
Jurans Trilogy & published the
book titled Jurans Quality
control Hand book
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TQM by Prof. Raghavendran.V

Gurus of TQM
NAME: Armand V Feigenbaum,
Nick Name: Feigenbaum
Qualifications: PhD holder,
Worked @:Scholar & Philosopher
Contributions to TQM: Total Quality
Control is necessary for productivity,
market penetration and competitive
advantage.
Employee involvement, supervision
leadership & company wide quality
control. He published book titled Total
Quality Control.
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TQM by Prof. Raghavendran.V

Gurus of TQM
NAME: Kaoru Ishikawa
Nick Name: Ishikawa
Qualifications: PhD holder,
Worked @: Applied scholar
Contributions to TQM: Authored
SPC texts in Japanese and English.
Developed Cause & Effect
diagram, which is called Ishikawa
diagram. Also developed quality
circle concept.
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TQM by Prof. Raghavendran.V

Gurus
of the TQM
NAME: Philip B Crosby

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Nick Name: Crosby

Qualifications: No Idea
Worked @:Philosopher
Contributions to TQM: Authored the book titled
Quality is free & translated to 15 languages.
He argued that do it right the first time. He
again authored titled known as Quality without
tears which has 4 absolutes. And they are
Quality is conformance to requirements
Prevention of nonconformance is objective not
appraisal
The performance standard is zero defects not
thats close enough &
Measurement of quality is the cost of
TQM
by Prof. Raghavendran.V
nonconformance

Gurus of TQM

15

NAME: Genichi Taguchi,

Nick Name: Taguchi
Qualifications: PhD holder,
Worked @: Philosopher
Contributions to TQM: Developed
Loss function which includes Cost,
target & Variation into one
variable/ metric. Because loss
function are reactive. It is built on
simplification & use of traditional
design of experiments.
TQM by Prof. Raghavendran.V

All
Gurus

Tools &
Techniques

Gurus

Principles
&
Practices

Product or
Service
rendered

TQM Framework
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TQM by Prof. Raghavendran.V

Information
Technology
QMS
EMS
QFD
FMEA
Products &
Service
TPM
Management
Tools
SPC
Experimaental
Design
Taguchis Quality
Engg

Custom
er

Obstacles of TQM
1. Lack of management Commitment
2. Inability to change organizational culture
3. Improper planning
4. Lack of continuous training & Education
5. Incompatible organizational structure
6. Ineffective measurement techniques & Lack of

access to data & results.

7. Paying inadequate attention to internal &
external customers.
8. Inadequate use of empowerment & Teamwork
9. Failure to continually improve.
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TQM by Prof. Raghavendran.V

Assignment time:
Explain in detail about Benefits of TQM??
Of the 6 basic TQM concepts, which were

the most effective in world war II?

explain
Brief out historic review of TQM.
Highlights the contribution of TQM
gurus (at least 4 of them).
To be submitted on or before

16th Aug2011
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TQM by Prof. Raghavendran.V

Module -1 completed
By Prof. Raghavendran.V

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TQM by Prof. Raghavendran.V